In January 2010 we started sending out repairs receipts which have a satisfaction survey attached. We collate the results from all the returned survey forms and this lets us see the percentage of satisfied customers we have and also identifies area where we need to make improvements. It is important that you let us know your views on repars carried out in your home.

Customer Corporate Complaints

If you are unhappy with any aspect of our responsive repairs service, you can make a corporate complaint.

The Contact Centre will log all the details of your complaint and pass it to an investigating officer. An investigation will be carried out to find the reason and the solution to your problem or grievance. We will acknowledge your complaint in writing and write again with the result at the conclusion of the investigation. When required, we will contact you throughout the process until the issue has been resolved.

HMO Visits

As part of our audit trail, Housing Maintenance Officers (HMOs) carry out post-inspections of a sample of completed repairs. Tenants are asked questions about how the repair was handled and how satisfied they are with the repair process.

Building Services

Building Services carry out most of our responsive repairs and the Supervisors pick a random sample of repairs each month and visit those houses to inspect the completed job. You will be asked a number of questions so they can measure their performance. These include:

standard of material used

standard of work

conduct of tradesperson

what was done to resolve any problems ?

Down Your Street

Questionnaires on a variety of Housing issues are regularly included in the tenants’ newsletter “Down Your Street”.

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